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Frank Mahony: Can You Please Rate Me?


Frank Mahony

Frank Mahony

Can You Please Rate Me?

1/13/2012   Comment on This

Many retail stores and other types of business that deal with the public have been told by customer retention consultants and by various business books that they need to measure and constantly improve their customer service. Nowhere in the world is that more true than in the US where customers are very demanding of service and, sadly, service is becoming our primary business.

To accomplish these measurements of quality, you've probably been asked by a customer service employee to fill out some sort of form to "rate them." Some are bold enough to explain: We don't get any sort of commission but my bonus pay is entirely driven by these customer ratings so if you would please fill out a survey, I would appreciate it.

Bad Service Can You Rate Me?Now, that's all fine for a good employee and as long as it isnít some giant pain in the ass questionnaire, Iíll fill it out. But lately, it seems like only the crappiest employees are giving me the full court press for these evaluation.

As I'm hearing the words come out of their mouth, I'm thinking: "You really must exist in another dimension on the other side of the universe. You're saying you actually want me to 'write down' what a terrible job you did? You ooze lack of interest in doing a good job. What good thing could you possibly expect me to say?"

And then for some stupid reason - I do nothing. Why do any of us feel bad complaining when we spend good money and get bad service? I think many of us have some weird sense of ultra-politeness that urges us to not saying anything unless we have something nice to say.

So going forward, I've decided that if they ask - I'm gonna oblige.

Remember service people, you asked me to do this for you. You asked of me a "favor" and in all fairness, you now "owe" me a favor in return - regardless of what I say.

I guarantee it will be a fair and true evaluation based on your performance. If by my assistance you end up needing to "locate" more suitable employment, then I think I did a favor for you in the long run.

Consider this my "public notice" of fair warning. Donít ask unless you mean it.


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